Senior Associate - PLTV

The Conversion Team specialist is responsible for maximizing utilisation and uptake of services by engaging with prospective patients and guiding them and persuading them to use services offered by verticals of Laboratory, Radiology, In patient , Pharmacy, Homecare and any other new service addition. This person will focus on converting inquiries, leads, and referrals into actual patients, ensuring a smooth transition from initial contact to patient care. IPPLTV conversion specialist is responsible for interacting with discharged patients and offering our services ensuring these patients come back to Manipal ecosystem for using services prescribed at discharge.

Patient Engagement: Proactively reach out to patients, families, or referring physicians to provide information, answer queries, and offer services after and during discharge. Lead Management: Follow up on inbound inquiries from various sources (calls, emails, website forms, referrals) and convert them into scheduled appointments/ admissions, Lab collections, scans, e- pharmacy ( pharmacy uptake) Collaboration: Work closely with medical staff, marketing, and business development teams to identify areas for improving conversion rates. Data Management: Track patient interactions, update records in the hospital s CRM system, and ensure accurate documentation of all conversations and next steps. Customer Service: Provide exceptional customer service, addressing concerns or questions that may prevent conversion to an actual service utilisation Follow-Up: Maintain consistent communication with potential and discharged patients and their families, providing relevant information and answering questions to help them make informed decisions. Performance Reporting: Monitor and report on conversion metrics and patient flow to improve team performance and optimize the process. Process Improvement: Suggest improvements in the conversion process based on feedback from patients, hospital departments, and team performance. IPPLTV callings and data management: Call all discharged patients the next day and offer services based on discharge prescriptions. Use IPPLTV portal to do the same and update callings and service utilisation on this portal Homecare uptake: Identify all potential homecare leads in IPD, and post discharge where services can be provided at home. Ensure coordination for this by seamless communication with patients and internal stakeholders. Data management of all homecare leads and conversions along with payment details